Client Services Department Manager - Johnston, United States - Citizens Financial Group, Inc.

Citizens Financial Group, Inc. Johnston, United States

3 weeks ago

Description

As a successful member of the Client Services Manager, you will be asked to meet and exceed department service and quality standards, while maintaining consistent levels of communication with external customers and internal partners.

You will perform root cause analysis to identify potential solutions and process improvement opportunities for recurring service issues.

In addition, they will support the implementation of solutions that will ultimately improve Service Level, decrease operational effort, and increase the overall client experience.

Responsibilities will include managing to robust service goals, such as:

Improve Survey results - Net Promoter Score ("NPS")
Problem Resolution Goals
Efficiency Goals (AHT/ACW/Hold/Adherence)
Colleague engagement & satisfaction scores
Colleague retention

Additional Responsibilities include:

Colleague development directly related to servicing skills.
Monitoring KPI (Phone queue) dashboard and reporting results to Senior Level management
Partner with Ops Partners leading partnership calls on implementing new policy, procedure, and product information to teams.
Increase productivity of the team by coaching to behaviors, training, schedule optimization and performance management

Client Services Manager will need to identify performance variation between colleagues and have strong coaching-to-behaviors skills to ensure a standard client experience is delivered following a prescribed process.

Putting the client first will be critical to resolving customer issues, resolving complex service-related issues, and ensuring messages are consistently answered in a timely manner.

The Leader will need to develop colleagues' skills to grow within their current position and accept additional responsibilities. Identify and hire top talent to replace colleagues who are promoted, transferred, or leave. Leader will need to inspire and motivate colleagues to drive positive results and engagement.

Being a champion of change and flawlessly executing on the implementation of new tools and programs will support the success of the overall team.

Will demonstrate the highest level of professionalism representing Client Services, consistently sharing expert point of view in meetings with business partners.

Must be a team player who works well with peers, business partners and senior leadership.

Qualifications:
Consistently promotes and delivers best-in-class customer service.

2+ years management experience.

Excellent communication, time management & organizational skills

Can multi-task in a fast paced, changing environment & cater to competing priorities.

Maintains positive, professional relationships with key stakeholders.

Anticipates potential problems or obstacles and takes pre-emptive action.

Delivers fair & consistent performance management feedback.

Acts as an internal expert on problem resolution best practices.

Provides feedback to functional areas on how best to improve the customer experience.

Knowledge of Cash Management Products and Processes preferred but not required.

Education

High School (GED Equivalent), bachelor's degree preferred.

Hours: 40

Monday - Friday 8:00am - 4:30pm (Including some Holidays - Hybrid)

Some job boards have started using jobseeker-reported data to estimate salary ranges for roles. If you apply and qualify for this role, a recruiter will discuss accurate pay guidance.

Equal Employment Opportunity

At Citizens we value diversity, equity and inclusion, and treat everyone with respect and professionalism. Employment decisions are based solely on experience, performance, and ability.

Citizens, its parent, subsidiaries, and related companies (Citizens) provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability, perceived disability or history or record of a disability, ethnicity, gender, gender identity or expression (including transgender individuals who are transitioning, have transitioned, or are perceived to be transitioning to the gender with which they identify), genetic information, genetic characteristic, marital or domestic partner status, victim of domestic violence, family status/parenthood, medical condition, military or veteran status, national origin, pregnancy/childbirth/lactation, colleague's or a dependent's reproductive health decision making, race, religion, sex, sexual orientation, or any other category protected by federal, state and/or local laws.

Equal Employment and Opportunity Employer

Citizens is a brand name of Citizens Bank, N.A. and each of its respective affiliates.

Benefits

We offer competitive pay, comprehensive medical, dental and vision coverage, retirement benefits, maternity/paternity leave, flexible work arrangements, education reimbursement, wellness programs and more.

View Benefits

Awards We've Received

FORTUNE's World's Most Admired Companies

Human Rights Campaign Corporate Equality Index 100 Award

Military Friendly Employer

Age-Friendly Institute's Certified Age-Friendly Employer

Bloomberg Gender Equality Index, Standout

Dave Thomas Foundation's Best Adoption-Friendly Workplace

DiversityInc

Top Regional Company for Diversity

Forbes America's Best Large Employers

National Organization on Disability's Leading Disability Employer

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